Tickets – Creator Mode
This page provides a comprehensive overview of the Tickets Configuration —covering mapped users, stores, tags, ticket issues and more within the Taqtics software.
PAGE FLOW -
1. Ticket Tag
Objective
Establishing clear ticket tags ensures that issues are categorized and identified efficiently during ticket creation. This configuration empowers teams to label tickets consistently, streamline reporting, and improve communication across departments
View Ticket Tag
Video Walkthrough
Text Guide
Step-by-Step Guide: Ticket Tag Configuration
1. Login to your Taqtics account.
Logging in to access the Creator Mode section.
2. From the landing page, click on “Creator Mode” located in the top header.
Navigating to the configuration dashboard for Action Points and Ticket features.
3. Inside Creator Mode, locate and click on the tile titled “Action Point & Ticket Config”.
Opening the configuration module where Ticket-related settings can be customized.
4. In the top header of this page, select the “Ticket” tab (next to Action Point and Asset Ticket).
Switching to the Ticket section where configuration options for tickets are available.
5. Click on the “Ticket Tag” tab from the available four options.
Opening the interface to view, create, and manage tags used while creating tickets.
Ticket Tag Layout
The Ticket Tag page displays a “Create Tag” button followed by a tabular list of existing tags.
6. Click on “Create Tag”.
A dialog box will appear to configure a new tag.
7. Fill the Tag Name field (mandatory).
This is the name of the tag that will appear during ticket creation.
8. Select the Tag Type from the dropdown.
- Choose between Ticket, Asset, or Both.
- Defines where the tag will be applied.
9. (Optional) Check the “Create Tag with Value” box.
- A new row appears with “Tag Value” field.
- Click “+Add Field” to add dropdown values for this tag.
Adds predefined selectable values to the tag during ticket creation.
10. (Optional) Check the “Mandatory” box.
This makes the tag compulsory to be filled when someone is creating a ticket.
11. Click “Create Tag” to save.
The tag is now available in the tag list and usable in ticket creation.
Existing Tag Table Layout
The table below the create button displays all previously created tags in the following columns:
- Tag – Name of the tag.
- Tag Type – Indicates whether the tag applies to Ticket, Asset, or Both.
- Tag Values – Predefined values (if any).
- Mandatory – Shows “Yes” or “No” based on whether the tag is required.
- Action – Icons for editing or deleting the tag.
End of text guide
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- These “Tags” configurations are common for Asset Tickets too so we get a dropdown of “Tag type”
2. Ticket Setting
Objective
Ticket settings define the guardrails for how your team interacts with the ticketing system. From controlling ticket deletion to setting required fields and priority levels, these configurations help enforce discipline, standardize workflows, and adapt the system to your internal operations.
View Ticket Setting
Video Walkthrough
Text Guide
Step-by-Step Guide: Ticket Setting Configuration
1. Login to your Taqtics account.
Logging in to access the Creator Mode section.
2. From the landing page, click on “Creator Mode” located in the top header.
Navigating to the configuration dashboard for Action Points and Ticket features.
3. Inside Creator Mode, locate and click on the tile titled “Action Point & Ticket Config”.
Opening the configuration module where Ticket-related settings can be customized.
4. In the top header of this page, select the “Ticket” tab (next to Action Point and Asset Ticket).
Switching to the Ticket section where configuration options for tickets are available.
5. Click on “Ticket Setting” from the available options.
Opening the Ticket Settings page where configurations such as mandatory attachments, deletion restrictions, and more are defined.
Ticket Setting Layout
The Ticket Setting section is divided into two parts:
A. Toggle Controls Section
Two toggle switches appear in a boxed layout:
1. Make Attachment Mandatory for Raising Ticket
Toggle ON to make it compulsory for users to attach a file when raising a new ticket.
2. Disable Ticket Delete
Toggling this ON restricts users from deleting tickets after creation — ensuring process discipline and audit transparency.
B. Ticket Priority Settings Table
- Priority: Fixed values — Highest, High, Medium, Low, Lowest
- Comment: Checkbox to toggle comment requirements.
- Attachment: Checkbox to toggle attachment requirements.
- Status: Dropdown to select ticket status.
- Priority Needed: Checkbox to control the appearance of priority options during ticket creation.
6. Understanding the Table Layout:
In this table, the rows represent different priority levels (Highest, High, Medium, Low, Lowest). You can customize how each priority interacts with the columns:
- Comment and Attachment columns include checkboxes to indicate whether these are required.
- The Status column allows you to select which ticket statuses should trigger the requirements for comments or attachments.
7. Example Configurations:
📝 Exercise 1: Make Attachments Mandatory for 'High' Priority Tickets When Status is 'Closed'
- Go to the row labeled "High".
- In the "Attachment" column, check the box.
- In the "Status" column, select "Closed".
Result: When a High-priority ticket is closed, users must attach a file.
📝 Exercise 2: Hide the 'Low' Priority from Ticket Creation Form
- Go to the "Low" row.
- Uncheck the box under "Priority Needed".
Result: The Low priority will no longer be selectable during ticket creation.
8. Save the Configuration:
After making the desired changes, don't forget to click “Save” at the top-right corner to apply these settings.
Let me know if you'd like any further adjustments!
End of text guide
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- Ticket deletion disable will only affect the designations mapped with roles as store employee , store manager, area manager, process manager and not company admin
3. Auto Ticket
Objective
Auto Ticket configuration allows you to automate the mapping of users, tags, and ticket hierarchies—ensuring that tickets are instantly routed to the right people with the right context. This not only reduces manual effort but also improves issue resolution speed and accountability.
View Auto Ticket
Video Walkthrough
3.1) Create a Tree of Issue Tickets
3.2) Assigning the Auto Tickets to assignees
Text Guide
Step by Step guide :
End of text guide
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- Any Parent Tag which is configured with assignees can’t be further break down into more tags
4. Ticket Rules
Objective
The Ticket Rules section allows automated closure of tickets based on configurable conditions. This helps organizations clean up old tickets or ensure timely resolution.
View Ticket Rules
Video Walkthrough
Text Guide
Step by Step guide :
1. Login to your Taqtics account.
Logging in to access the Creator Mode section.
2. From the landing page, click on “Creator Mode” located in the top header.
Navigating to the configuration dashboard for Action Points and Ticket features.
3. Inside Creator Mode, locate and click on the tile titled “Action Point & Ticket Config”.
Opening the configuration module where Ticket-related settings can be customized.
4. In the top header of this page, select the “Ticket” tab (next to Action Point and Asset Ticket).
Switching to the Ticket section where configuration options for tickets are available.
5. Click on the “Ticket Rules” tab from the available four options.
Opening the interface to automate the closure of tickets based on configurable rules.
6. Click on “Create”
A dialogue box will appear with “Completed at Rule” & “Created at Rule” written on top
✅ Completed At Rule
- UI Behavior:
Toggling Completed At Rule reveals a field:
“Close ticket after ___ days of completion”
- Logic:
Automatically closes tickets that have been in the “Completed” status for more than the specified number of days.
- Example:
If set to 365, then any ticket that was marked as Completed more than 365 days ago will be automatically closed by the system.
- Use Case:
Useful when clients want to abandon or clean up old completed tickets—for example, to start fresh for the new year.
🕓 Created At Rule
- UI Behavior:
- “Close ticket after ___ days of creation”
- “Close ticket when status ___” (dropdown with options like Open, In Progress, On Hold, Completed)
Toggling Created At Rule reveals:
- Logic:
- If the ticket has been in the system for more than the configured number of days (from its creation date), and
- If its current status matches the selected dropdown status,
This rule checks two conditions:
→ then it gets automatically closed.
- Example:
If set to 10 days and status = On Hold
→ any ticket created more than 10 days ago and still in On Hold status will be auto-closed.
- Use Case:
Ensures that tickets stuck in certain statuses (like “On Hold”) don't remain unresolved indefinitely.
End of text guide
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- It follows the same report setting of the the org report
- If set at 1 day for “completed at rule”, it takes sometime extra to close the ticket i.e more than 1 day from the ticket completion. Why? ? (is there some internal scheduler from where clock counts?)